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Custom Domains

Niamh Ferns Updated by Niamh Ferns

Custom Domains Overview

Custom Domains are only available if you are on one of our current supported Precious Metal plans, have purchased the Custom Domain Add-on for DeskDirector, are a Dynamics Plan customer or are on an Enterprise plan. If you are unsure, reach out to our support team, who will happily advise on next steps.

How to Set Up a Custom Domain

  1. Configure a CNAME record:
    Before reaching out to our support team, you will need to first set up a CNAME record (subdomain) with your DNS provider. The CNAME must be pointed to your DeskDirector instance URL.
    You must set up a CNAME, not an A record.
    For example:
    If your DeskDirector URL is companyABC.deskdirector.com, you will need to configure your custom domain to target this.
    I.E. add CNAME support.companyABC.com with target/value of companyABC.deskdirector.com.
    You can confirm if the CNAME was added correctly using tools like: https://www.whatsmydns.net.
    Note: We do not support WAF/CDN services such as CloudFlare or GoDaddy CDN sitting in front of your DeskDirector service. If you are using a service such as this, please disable this functionality on this record.
  2. Reach out to support via the DeskDirector Support Portal under Accounts or Subscription:
    We will need:
    • The domain/subdomain you want to use
    • Confirmation that the required CNAME has been set up

Your original *.deskdirector.com URL will continue to work without redirecting to the new domain/subdomain. This means if you need to deploy updated shortcuts or communicate the change in URL to users, there is no rush.

For clients who want a personalised branded experience, you can go one step further by adding a secondary custom domain and theming it with a host package! With host packages, you can theme your portal based on which domain a user is using to visit your DeskDirector instance, rather than based on a user's company account.

Frequently Asked Questions

"Why is the CNAME setup needed before we contact support?"

Part of the setup process is an automated process of deploying the SSL. This process will check if the CNAME is set up, and if the CNAME has not been set up or has not propagated, the SSL setup will fail.

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